At a time when Verizon's rivals Comcast and RCN Telecom Services are bringing customer-service calls back from overseas, the New York-based telecommunications giant is closing domestic call centers and sending some of the work abroad.
Norcomm can function as either a primary or secondary Public Safety Answering Point (PSAP) for receiving trunk-to- trunk transfers of 9-1-1 calls.
Alarms can also be received via direct tie lines from police or other public safety agencies.
The Hobart centre currently employs the equivalent of 200 full-time staff, but Qantas says all employees currently working at the call centres in Brisbane and Melbourne will be offered jobs in Tasmania should they wish to move.
Qantas says it will also provide relocation funding for employees who do choose to move to Hobart.
When calls are received, Norcomm then dispatches first responders to the emergency and provides ongoing logistical support to responding personnel.
Norcomm purchased all new equipment for the operation of the Center, with careful consideration given to future growth.With evolving technology and rising customer expectations, managing contact centers can be challenging.Using powerful and intuitive simulation software, SIMUL8 enables call centers to test process changes and improve call flow, staff utilization and profitability.call center reporting software is proven to rapidly boost contact center performance and operational effectiveness enabling you to discover, diagnose and manage issues before they have a chance to adversely impact customer satisfaction.As part of its program to slash 5,000 jobs and save billion, Qantas is closing two call centres and moving all phone handling to Hobart.The airline says it will close its Melbourne call centre, which employs the equivalent of 250 full-time staff in Camberwell, by mid-next year, while the Brisbane call centre with 200 full-time equivalent staff will shut in 2016.